Customer security/customer satisfaction.

  • Telekom designates child safety officers at each EU national company.
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Customer satisfaction and security are crucial for business success in the hotly contested ICT market. Along with offering end-to-end data security to customers, companies need to tailor their products and services to their customers' wishes and requirements. ICT process security and other user concerns – for businesses as well as consumers – are of paramount importance to Telekom. They are essential if we want to achieve the goal of delighting our customers.

Management approach.

Telekom' ambition is to delight its customers. We have integrated this goal into our Group-wide Guiding Principles. Even variable components of our managers' salaries are based on customer satisfaction. We use a variety of tools to regularly gauge the satisfaction and loyalty of our customers. One of these tools is the TRI*M customer loyalty study, which is conducted several times a year by an independent external service provider. The results are presented in the TRI*M index. We plan to improve our TRI*M results from 2012 by around 10 percent by the year 2015. All customer responses are taken into consideration in product design and to improve our customer service.

We have always ensured a high level of data privacy and data security for customers using our products and services. By doing so, we hope to increase their trust in the digital world. We document our activities in our annual Data Privacy and Data Security Report.

Security aspects play a key role even in the product and service design phase. Our privacy and security assessment (PSA) procedure allows us to review the security of our systems in each step of the development process. This procedure applies to newly developed systems as well as existing systems that undergo changes in technology or in the way data is processed. We use a standardized procedure to document the data privacy and data security status of our products throughout their entire life cycle. Youth protection aspects are also taken into consideration in our product and service design. In Germany, for example, a youth protection officer is involved in the design of offers where youth protection is a relevant aspect. In 2013, Telekom committed itself to designating a child safety officer at each national company as well to act as the central point of contact for all matters involving the protection of minors.

Youth protection activities.
Our strategic approach to protecting minors from unsuitable media content in Germany is based on three pillars:

  • Offering user-autonomous protection tools
  • Providing attractive, age-appropriate offers for children
  • Promoting media skills

We have laid out our commitment to protecting minors from unsuitable media content in Germany in specific principles and have specified minimum standards. We offer different instruments for providing age-appropriate content, for example, as one way of meeting these standards.

We are also working at our national companies to improve the protection of minors from unsuitable media. As early as in 2007, Telekom made a commitment to fighting online child abuse at the EU level. We have been participating in the global industry association, GSMA, since 2008, an organization that is working toward the same goal. We also collaborate closely with partners from business, politics and society, such as law enforcement agencies and NGOs, to ban online content that is harmful to children and young people. We support numerous initiatives on the protection of minors as well. In 2012 and 2013, we made a commitment to implementing minimum standards on the protection of minors throughout the EU in the context of industry-wide industry initiatives. We put together a mandatory framework for this in October 2013, thereby setting new standards for the protection of minors on our markets. In consideration of their particular cultural situation and business model, each national company in the EU can further specify these measures, add additional measures and determine their own strategic focal points.